HomeUnitext for IInd Year: Customer Care and Service
Unitext for IInd Year: Customer Care and Service
Editor: Jake Murray, Alfred Pearce
Year: 2023
Binding: HARDBACK
Price: £ 250.00
"The hospitality industry is a multibillion-dollar industry that encompasses a variety of activities, the most prominent of which are hotel operations, tourism services, event planning, and transportation. This is a rapidly growing business, where service quality and client satisfaction are paramount. The tourism and hospitality industries have traditionally been viewed as more experience-based service industries. Globalization has resulted in a tremendous growth in the hospitality business. No hospitality business property will survive if it is not focused around its consumers, specifically meeting their demands, requirements, and expectations in order to strengthen the company's image. Due to the distinct nature of service as comparison to a product, the hospitality business faces unique challenges. There is a greater likelihood of failure in the service industry than in product sales. Service quality has been identified as a critical aspect in the pursuit of long-term competitive advantage.
This book's objective is to shed light on some of the undiscovered facets of hotel customer service. It is an anthology of chapters that cover the most critical principles in this discipline. It discusses the quality of service in hotels, the impact of customer service, guest service standards, and customer service practices. Additionally, it discusses ways to improve hotel services and conducts customer satisfaction research. While acknowledging the long-term implications of the issues, the book makes a point of emphasizing their significance as a contemporary instrument for the discipline's advancement. It simplifies and simplifies the difficult issue of customer care and service. This book is ideal for people seeking in-depth knowledge on this subject.
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"Jake Murray serves as a Visiting Professor in numerous universities across Europe. He received his Ph.D. in Hospitality and Tourism from Public Research University, Leeds. He is interesting in management, of hotel staff, business management, upkeep and sanitary standards of hotel facilities, guest satisfaction, marketing management, sales management, revenue management and other functions. Murray has contributed a number of articles and research papers on the planning of hotels and resorts, customer service, market analysis and technical services. He consistently shares his knowledge with the student fraternity by organizing lectures and conferences around the globe.
Alfred Pearce is a management consultant with over 20 years of experience. His research interests include small and medium enterprises, family business, business innovation, the impact of internationalization on business activities, human resource management. Pearce has wide experience of customer support activity throughout the business community, covering both major contractors and suppliers. He has contributed more than 80 scholarly articles/papers and eight books on customer-focused marketing strategy. Pearce has also consulted for many leading technology and service companies."
